The people have spoken, and for the tenth year in a row, the Indianapolis International Airport (IND) has been awarded the Airports Council International’s Airport Service Quality Award for Best Airport in North America – making it the only airport in the United States to win the honor for a straight decade.
“It’s the love and relentless dedication that our staff has put into this place that has made us the top airport in North America again and again – more times than any other airport in the country,” said Indianapolis Airport Authority Executive Director Mario Rodriguez. “This is a tremendous honor, and we are incredibly proud of all the people who make this airport an example that all others can aspire to.”
The ASQ Awards are determined based on passenger feedback independently collected by the ACI program on the day that passengers travel giving the most complete picture of the passenger experience. Each airport is rated based on 34 key performance indicators, such as access, check-in, security, food and beverage and cleanliness of overall facilities. The ASQ awards recognize the achievements of airports of different sizes and different regions of the world.
The Indy airport represents the airport category that accommodates 5 million to 15 million passengers annually.
“I congratulate the Indianapolis International Airport on their success in the Airport Service Quality Awards which represent the highest possible recognition for airport operators around the world and recognize excellence in customer experience,” said ACI World Director General Luis Felipe de Oliveira. “Customers have spoken and recognized the successful efforts of the Indy airport team in providing a superior customer experience under very trying circumstances during the pandemic.”
ACI Voice of the Customer Honor
Even while the pandemic continued to have a significant impact on the travel industry in 2021, requiring adjustments and pivots repeatedly to weather the uncertainty, the Indy airport continued to collect traveler feedback.
“That input was crucial to helping us provide the best customer experience possible under the frequently changing circumstances,” said Rodriguez. “I’m so proud of the entire airport staff who pulled together to deliver a top experience to the more than 7.1 million people who put their confidence in us to travel through IND last year.”
For its diligence and consistency in listening to passengers and collecting their feedback, Indy airport was also awarded the 2022 ACI Voice of the Customer Honor.
The Voice of the Customer recognition celebrates the commitment of airports that continually listen to passengers and adapt processes and procedures to meet changing expectations of customer experience, particularly in response to COVID-19 over the past two years.